Using CSM Configurable Workspace in Customer Service Management
Summarize
Summary of Using CSM Configurable Workspace in Customer Service Management
CSM Configurable Workspace enables customer service agents to efficiently interact with customers, manage cases, and resolve issues within a unified interface. Most agent tasks can be completed within this workspace, enhancing productivity and customer experience. Some specialized tasks remain on the platform interface, which is clearly indicated in task instructions.
Show less
Agent Tasks
The workspace supports essential customer service activities, including:
- Knowledge Management: Search, open, and attach knowledge articles to cases; report knowledge gaps; and create new articles when permitted.
- Community Engagement: Respond directly to community discussions linked to cases.
- Response Efficiency: Use predefined response templates to quickly provide consistent and accurate information.
- Email Handling: Preview, compose, and send emails directly from cases, including via a ribbon component and activity streams.
Additional Features
The workspace also offers advanced capabilities to streamline case resolution and customer interaction:
- Case Creation: Create cases tailored to specific customer issues.
- Customer Lookup: Quickly find and verify contact or consumer information using multiple identifiers.
- Customer Central: Access comprehensive customer profiles and recent activity to better understand and assist customers.
- Product Data Access: View detailed information about customer products, instances, and install bases.
- Playbooks and Guided Decisions: Follow structured step-by-step guidance and interactive prompts to resolve cases effectively.
- Recommended Actions: Utilize system-generated suggestions—including guidance, decisions, and field values—to assist resolution.
- Trending Case Topics: Identify and manage common or recurring issues by tracking trending topics and correlating them with major cases.
- Estimated Time to Resolve (ETTR): Leverage machine learning predictions of case resolution time based on key case attributes.
- Callback Management: Handle customer callback requests promptly, scheduling calls immediately or for requested times.
This comprehensive functionality within CSM Configurable Workspace empowers ServiceNow customers to deliver responsive, informed, and efficient customer service while simplifying agent workflows.
Use CSM Configurable Workspace to interact with customers, create and work on cases, and resolve questions and issues.
Customer service agents can complete most tasks in CSM Configurable Workspace, while other tasks only apply to the platform interface. This information is noted at the top of each task.
The tables below describe some of the basic tasks that agents can perform in CSM Configurable Workspace as well as additional features that are available for use.
For additional task information, see Manage cases.
| Task | Description | Details |
|---|---|---|
| Use Knowledge to assist with cases | Search for knowledge articles and attach them to cases or open articles in sub-tabs for easier reading. Report a knowledge gap if you can't find relevant articles and, if permission is enabled, create articles directly from cases. | |
| Respond to community discussions | If a case is created from a community discussion, you can respond to the discussion from the case. | |
| Use response templates | Quickly respond to customers using different types of predefined information. | Use response templates to add information to cases and case tasks |
| Manage email tasks | Preview emails and compose and send responses from cases. |
Compose an email from the ribbon component |
| Feature | Description | Details |
|---|---|---|
| Create a specific type of case | Create a case for a specific type of customer issue. | |
| Look up a customer | Quickly look up contacts or consumers using information such as the name, phone number, or record number. | |
| Use Customer Central | Look up customer information and recent activity to find out more about the customer you are assisting. | |
| View product data | View details about customer instances, products, and components. | |
| Use playbooks | Use the step-by-step guidance provided by playbooks to complete tasks and resolve cases. | |
| Use guided decisions | A guided decision prompts you to answer questions and provide inputs and then offers recommendations on the steps needed to resolve a case. | Use Guided Decisions in playbooks to resolve cases Use Guided Decisions in recommended actions to resolve cases |
| Use recommended actions | A recommended action is a suggested helpful action for resolving a case. A recommendation can be a guidance, guided decision, or a suggested value for a case field. | Use Recommended Actions to resolve cases |
| Use trending case topics | Use trending case topics to identify cases with similar issues. | |
| Use estimated time to resolve a case (ETTR) | Use machine learning to predict the estimated time to resolve a case based on case attributes such as the short description, category, priority, and assignment group. | |
| Call back a customer | Call a customer back either immediately or at the date and time requested by the customer. | Address a callback request from a customer |